ISP Sky Broadband Ruins UK Customers Google Play Accounts

Some of Sky Broadband’s (BSkyB) customers are angry after discovering that the ISPs recent and much-troubled migration of their email platform from Google (Gmail) to a new Yahoo! based alternative (Sky Yahoo! Mail) appears to have also damaged their Google Play store accounts and thus lost £100’s worth of digital purchases (apps etc.).

Sky originally announced the migration in February 2013 because, they said, Google was apparently “no longer able to provide Sky with an email platform that caters for our requirements” (here). The migrations then got underway a couple of months later but soon ran into some all too familiar problems (here); massive email moves rarely go smoothly.

But some of Sky’s customers had quite naturally decided to use their Google based address as their Google Play account, which is the same service that most owners of Android based Smartphone’s and tablets use when buying new apps, games, movies, music, magazines and more via digital purchases. Google Play is extremely popular and a lot of money flows through it.

However when Sky moved their email addresses to Yahoo it now appears as if all the related Google Accounts, including Google Play, were either damaged or completely deleted along with any paid services associated with them (Sky’s Support Forum and here).

Sky Customer Beakyboy said:

“I’ve used a sky address for my google apps account too. Now it’s been deleted and no one will take responsibility. Google just say contact Sky they have deleted your account. I have over £120 of apps / music on this account and can no longer access it. I’ve tried Google support 5-6 times (report fault). Each one goes through to be looked into further then ignored. No reply to emails etc.. Where can I go from here.”

Sky Customer Steve102 said:

“My Google Play account on my mobile, the account simply will not connect any more to Google servers. I had to set up another account with an old BT email address but have lost the funds associated with the Sky Email address. Sky control what your email address will let you access, i.e. Google Play, this has now changed. They can alter the admin rights but seem to be very reluctant in doing so. They keep blaming Google!”

One of Sky’s support forum bods has since responded to confirm that when they “moved over to yahoo we no longer have affiliation with Gmail or Google and that is why the services on Google will no longer be available to you. It will be something that you do need to discus with Google about the options as there is nothing that we can now do on our end.”

However customers whom have actually been able to get a response from Google are apparently being told to contact Sky, although one claimed to have been “offered a full refund“. Suffice to say that the situation is somewhat murkey and is yet another reminder of why it’s best to use an independent email solution from somebody other than your ISP, which also makes it easier to switch providers.

ISPreview.co.uk has queried the problem with Sky and we hope to hear more soon. Credits to Thinkbroadband for spotting this issue.